SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A. Chat Queue-based routing

B. Case Skills-based Assignment Rules

C. Omni-channel Queue-based routing

D. Omni-channel Skills-based routing

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Configure Lightning Guided Engagement.

B. Configure a Live Chat Validation Rule.

C. Customize the Pre-chat form.

D. Customize the Lightning Console chat page.

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

A. Add the Knowledge related list to the Case record page.

B. Add the Knowledge tab to the Service Console.

C. Add Knowledge Data Categories to each Case.

D. Add the Knowledge Component to the Case record page.

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

Which three statements should be considered?

Choose 3 answers

A. Attachments and .html files in Classic Knowledge are moved to the Files object.

B. Visualforce pages refer to Classic article types.

C. Each article must be associated to a record type.

D. Approval process history migrate to Lightning Knowledge.

E. Article numbers change during migration.

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

A. Workflow rule

B. Validation rules on case process field

C. Escalation rule to ignore business hours based on case criteria

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

A. Service Console Macros

B. Lightning Guided Engagement

C. Path for Cases

D. Lightning Flow Component

Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.

Which two strategies should a consultant recommend?

A. Dashboad folder sharing

B. Org wide default for cases set to private

C. Dynamic dashboards

D. Case Object permissions set to create and read

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?

A. Configure Process Builder / Configure flow Builder

B. Activate a Validation Rule

C. Define Case Escalation Rules

D. Create a Case Macro

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

A. Optimize queries to reduce the scope of Cases included with each search.

B. Create a data retention plan that archives or purges Cases at regular intervals.

C. Ask contact center managers to review data each quarter to possibly delete.

D. Write an Apex trigger that deletes one case each time a new case is created.

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.

Which solution should a Consultant recommend?

A. RESTful services with GET, POST, or PUT

B. Workflow-driven outbound messaging

C. Schedule batch Apex processing job

D. Visualforce page APEX SOAP async callout